The purpose of the study was to develop a model for public library service rendering
in a developing and multicultural society. The core problem was to investigate the
theoretical foundation of service rendering and the application thereof in practice.
The first subproblem was to examine the characteristics of a profession and
professional service rendering. The characteristics of the professional/ librarian who
has to provide guidance to the user were identified. Key elements are: autonomy
(linked to expertise and training), an altruistic service orientation and functional
service (according to professional guidelines and standards) to all groups in the
community irrespective of social class.
The second subproblem was to analyse the aims and functions of the public library
and the role of user guidance in it It was found that service rendering functions are
not theoretically well grounded. A categorisation is proposed which distinguishes
between supporting, service rendering and management functions. User guidance
is identified as an umbrella concept and core element of all service rendering
functions which is directed at optima/isirtg the value of information to the benefit of
society.
The third subproblem was to describe the origins of a service concept in the public
library and to expose paradigm shifts. Professional guidelines, principles and
standards were analysed. Conclusions were drawn about a predominant service
concept and the role of the public library. It was found that guidelines for the
identification of user groups and their needs as well as service rendering functions
are inadequate.
A categorisation of potential user groups and their needs was compiled and a
model for public library service rendering was developed to bridge the gap in XXtheorisation.
The model distinguishes a paradigm of service to all Individuals and
groups in the community and a developmental mission; the primary aim of
education; service principles of community networking, needs assessment and
information access; service functions and outreach activities; the professionalclient-
relationship; legislation, organisational structures and environmental factors.
The model was tested in South African public library practice by means of a
questionnaire survey. It was found that aims are pursued and service functions are
applied. The greatest problems are experienced In organisational structures and
financing. These issues must be urgently addressed to realise the public library's
declared mission, namely to play a substantial role in the development of the South
African society as a whole.

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